HMRC's Forum Closures: A Shift Every UK Taxpayer and Agent Needs to Understand

HM Revenue and Customs (HMRC) has confirmed it will permanently close its Agent Forum and Customer Online Forum on 30 June 2025, as part of a wider push towards modernising its digital services. From early June 2025, new queries will no longer be accepted through these platforms. Instead, taxpayers and advisers will need to use alternative digital channels such as webchat, social media, and enhanced self-service tools on HMRC’s website.

While HMRC describes this move as aligning with its “digital channel strategy,” designed to offer quicker, real-time support, it raises important questions about accessibility, efficiency, and the future of tax advice in the UK.

Why Is HMRC Closing Its Online Forums?

HMRC has cited the “increasing popularity” of its newer digital channels as the reason behind the closure. According to their communication with professional bodies, shifting resources away from the forums will allow them to enhance more widely used platforms such as:

• Webchat for agents: Faster than telephone support, offering real-time help.

• @HMRCCustomers on X (formerly Twitter): Handling general queries via social media.

• Agent Talking Points webinars: Providing detailed sessions on specific tax topics.

• Digital Assistants: Automated chat support for self-assessment and tax payment queries.

The aim is to offer self-service capabilities that are quicker, easier, and better suited to modern digital habits.

How Will This Affect UK Taxpayers and Tax Professionals?

While HMRC's strategy intends to improve service, the closure of the forums could have several effects:

1. Reduced Peer-to-Peer Support

The forums weren’t just about direct HMRC interaction – they created communities where agents and individuals could share experiences and solutions. Losing this could mean fewer informal resources and real-world advice.

2. Increased Reliance on AI and Webchat

Taxpayers and advisers will be increasingly routed through digital assistants before reaching a human advisor. While efficient for simple queries, complex or niche issues could become more difficult to resolve.

3. Greater Pressure on Digital Literacy

Not all taxpayers or smaller practices are comfortable navigating multiple online channels. The changes could disadvantage those less familiar with webchat, webinars, and social media support.

4. Service Quality and Wait Times

Although HMRC promises faster response times, early feedback on webchat and AI tools has been mixed. Tax agents and individuals could face growing pains as the transition happens.

What Should You Do to Prepare?

If you are a tax agent or individual taxpayer, it’s crucial to adapt early to avoid disruptions:

✅ Familiarise yourself with HMRC’s webchat services – especially the agent-only webchat for practice-related queries.

✅ Sign up for Agent Update newsletters and attend Agent Talking Points webinars to stay informed.

✅ Follow @HMRCCustomers on X for quick updates and help.

✅ Practice using HMRC’s digital assistant for basic queries to understand its capabilities and limitations.

✅ Plan for escalation routes – know how to move from digital assistant to live support if needed.

Final Thoughts: The Digital Future of Tax Advice

HMRC’s decision to shutter its online forums reflects the broader digitisation of tax administration in the UK. While there are clear efficiencies to be gained, the shift will require agents and taxpayers alike to be proactive, flexible, and digitally savvy.

At The Tax Faculty, we will continue to monitor these developments and provide you with guidance on how to manage your interactions with HMRC in this new digital landscape.

Capital Gains Tax Expertise: The Tax Faculty LLP Managing Partner Charles Tateson Named UK Capital Gains Tax Advisor of the Year 2023

The Finance Monthly Taxation Awards recognises the achievements of tax professionals from around the globe.

Winning such an award is no small feat. It is a reflection of hard work, extensive knowledge, and an ability to navigate the intricacies of the UK tax system.

Read more about Charles and the award here.

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